Job Description

Job Title: Patient Experience Associate

Location: Greenbrae, CA (Marin)

Role Classification: Full-Time, Exempt

What We’re About:

AESTHETX is a luxury plastic surgery and dermatology practice that serves some of the most well-known Bay Area clientele from Silicon Valley to Marin. Our highly trained experts are the best in the industry—renowned for skilled personalized service delivering safe, effective, medically-proven treatments and optimal results. AESTHETX is here to ensure patients achieve a natural result focused on skin health and healthy aging, not just the aesthetic.

We thrive in a people-first culture with an authentic emphasis on wellbeing. As we grow, we reinforce the integrity of our unique culture by leading with love and an unparalleled passion for what we do. We offer world-class training and education. And as industry leaders we’re always innovating—bringing state-of-the-art equipment and services to our clinics.

We offer a competitive benefits package which includes generous employee discounts, Friends & Family discounts and a beautiful working environment with a stellar team. We also offer paid holidays and a 401k plan with a company match program. For full-time employees (32+ hours/week) we offer Medical, Vision, and Dental insurance.

Position Overview:

We are looking for a Patient Experience Associate to oversee patient communication, service recovery, and workflow coordination to ensure that our patients receive exceptional, consistent experience aligned with our practice’s standards of excellence. This individual will be responsible for creating, managing, and improving our patient journey across the practice. The ideal candidate is highly organized, service-driven, and skilled at managing both hospitality and healthcare workflow.

What You’ll Do:

Patient Care Coordination Responsibilities

• Assist surgery patients with treatment plans, follow-up care, and understanding next steps.
• Provide guidance on pre-treatment and post-treatment protocols.
• Ensure day-of appointments run smoothly with proper room prep, documentation, and provider support.
• Serve as a resource for patient questions regarding procedures, recovery timelines, and expectations.
• Manage sensitive cases that require high-touch communication or special considerations.
• Maintain ownership of the quoting process by generating accurate estimates, updating pricing details, and ensuring all quotes align with current procedures, policies, and provider instructions.

Surgery Coordination Responsibilities

• Manage the full surgical scheduling process including: consult → quote → booking → pre-op → surgery → post-op.
• Build and maintain surgeon templates, surgery blocks, and availability.
• Prepare and review surgical quotes, payment options, financing details, and consent requirements.
• Ensure all pre-op requirements are met (labs, medical clearances, photos, imaging, consents).
• Coordinate with OR staff, anesthesia, and clinical teams to ensure full surgical readiness.
• Track surgical caseloads, upcoming cases, payment deadlines, and required documentation.
• Identify workflow gaps and create improvements for smoother patient flow and stronger communication.

What You’ll Bring:

• High School diploma required; Bachelor’s degree preferred
• 4+ years in patient experience, patient care coordination, surgery coordinating, practice operations, customer success.
• Experience in aesthetics, plastic surgery, or medical specialty strongly preferred.
• Excellent communication, conflict resolution, and patient service skills.
• Strong emotional intelligence, including the ability to navigate sensitive conversations, manage emotions under pressure, and build trust with patients and staff.
• Excellent organization, project management, and follow-through.
• Ability to manage sensitive situations with discretion and sound judgment.
• Familiarity with EMR/practice systems; Nextech strongly preferred.

Full-Time Employee Benefits:

• PTO time off 
• Eight Paid Holiday’s
• 401K with Employer Match
• Medical, Dental and Vision - 100% Paid for Employee Portion
• Flexible Spending and Health Savings Accounts
• Life Insurance
• Short & Long-term Disability
• Legal Plan 

Employee Perks:

• Discounted Beauty Products and *Complimentary Aesthetic Treatments for Employees (Facial / Botox and more)
• Free – Gourmet Coffee
• Free – Food and Snacks – Our lunchroom is always fully stocked with snacks!
• Frequent Catered Lunches
• Fun-Themed Events for Employees Throughout the Year
• *As outlined in our employee discount office policy

Keywords: Patient Care Coordinator, Patient Concierge, Client Experience Specialist, Surgery Scheduler

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